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Customer Success Representative

AlGooru

AlGooru

Customer Service, Sales & Business Development
Beirut, Lebanon
Posted on Thursday, July 4, 2024
AlGooru is hunting for the next generation of CS talents!

We're looking for a Customer Success Representative

Who Are We ❓

AlGooru is a Saudi-based learning platform that offers 1-on-1 private tutoring services in a variety of academic and recreational subjects. It is the first licensed private tutoring platform in Saudi Arabia, approved by the National e-Learning Center (NELC). AlGooru provides tailored educational support to students, and it's backed by several renowned investors including Constructor Capital, Techstars, Plug & Play, Raz Group, RZM Investment, and prestigious institutions like KAUST, Hub71, and MiSK.

A Fun Fact about AlGooru is that its name derives from "Guru," a Sanskrit word meaning a mentor, guide, expert, or master.

The Role Highlights 💡

Main Responsibilities:

  • Deliver exceptional customer service by efficiently handling inquiries, resolving issues, and fostering positive relationships
  • Ensure operational efficiency and customer satisfaction through continuous improvement of support systems and processes
  • Maintain accurate records and adhere to policies to provide seamless support and uphold AlGooru standards


👣 A day in your life

  • Manage incoming calls, assess customer needs, and build sustainable relationships through open communication.
  • Educate customers about our services and assist with technical issues for a smooth user experience.
  • Resolve customer complaints via phone or messaging platforms with professionalism.
  • Provide timely and appropriate solutions, ensuring follow-up until resolution.
  • Handle refund requests, address billing concerns, and clarify Terms & Conditions and company policies.
  • Handle cross-tribal collaboration and organize the internal communication for all matters related to customers
  • Maintain detailed records of customer interactions, transactions, comments, and complaints.
  • Process customer accounts and documentation while adhering to communication procedures and guidelines.
  • Continuously optimize ticketing systems and chat tools by identifying challenges and proposing solutions.


Requirements

You're the Customer Success Representative we're looking for if you have:

  • Minimum of 2 years of demonstrated experience in customer support
  • Strong phone contact handling skills and active listening
  • Familiarity with CRMs and internal databases (ex: HubSpot or Zoho)
  • Customer orientation and ability to adapt/respond to different types of characters
  • Advanced communication and interpersonal skills
  • Strong problem-solving abilities
  • Ability to multi-task, prioritize, and manage time effectively
  • Strong empathy, patience, a proactive mindset, and a strong drive for success
  • Able to work either from 10 AM to 6 PM or 2 PM to 10 PM, with a preference for weekend coverage on both shift sections


⌛ Our application process

  • Screening & Intro Call (5-10 mins)
  • Chemistry meeting (15-30 minutes)
  • Technical interview (30-60 minutes)
  • Technical assessment
  • Offer extended to successful applicants


Benefits

What We Offer You❗

At AlGooru, we offer fair and competitive pay, scalable benefits, rewards, and perks, reflecting our commitment to inclusivity and access for all. Enjoy:

  • Work from Anywhere
  • No clocking in/out
  • Enjoy unlimited PTOs
  • ESOP Shares
  • Free Hardware & Software
  • Monthly Pizza Fridays & more
  • Learn and expense on us!
  • AlGooru Library
  • 0% Interest Talent Loans
  • Quarterly Reward System
  • Vibrant Startup Culture
  • Fast Promotions (like really fast)
  • Travel for company events and get reimbursed
  • Coaching & Entrepreneurial Bytes


How To Gain Extra Gooru Points❓

  • Demonstrate your entrepreneurial, hustling, and energetic spirit
  • Prove your ability to take full ownership of your role without the need to be micromanaged
  • Conduct proper research about AlGooru prior to your interviews with us; we love people who already know about us
  • Be extra organized... like extra..